Telephony & Virtual Agent Engineer

Position Summary

We are seeking a hands-on Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This role will serve as the primary telephony administrator responsible for improving call center operations, enhancing IVR/customer call flows, and implementing intelligent virtual agent capabilities.

The ideal candidate will have strong experience in contact center platforms, VoIP/SIP telephony, IVR design, and operational troubleshooting, along with exposure to conversational AI and virtual agent technologies.

Key Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.

• Configure and manage:

  • call routing,

  • queues,

  • dial plans,

  • IVR workflows,

  • agent groups,

  • call recording,

  • and reporting.

• Redesign and modernize existing IVR and customer self-service workflows.

• Implement and maintain virtual agent / conversational AI capabilities.

• Configure intelligent call routing and seamless handoff between virtual agents and live agents.

• Troubleshoot telephony and contact-center issues including:

  • SIP/VoIP,

  • call quality,

  • dropped calls,

  • routing failures,

  • latency,

  • and dialer issues.

• Perform root cause analysis and coordinate with vendors/providers as needed.

• Support integrations between Zoom Contact Center and enterprise systems such as CRM, servicing systems, LOS, and knowledge management platforms.

• Manage platform upgrades, patches, and operational enhancements.

Required Skills

• 3+ years of experience in Contact Center / Telephony Engineering.

• Hands-on experience with:

  • Zoom Contact Center,

  • Zoom Phone,

  • or similar CCaaS/contact center platforms.

• Strong knowledge of:

  • VoIP,

  • SIP,

  • IVR,

  • call routing,

  • and telephony operations.

• Experience with Virtual Agents / Conversational AI / AI-enabled IVR solutions.

• Strong troubleshooting and production support experience.

• Experience with contact-center platforms such as:

  • Genesys,

  • Five9,

  • Cisco,

  • Avaya,

  • Amazon Connect (preferred).

• Knowledge of APIs, integrations, Python, or JavaScript is a plus.

Preferred Candidate Profile

• Experience modernizing legacy IVR systems.

• Strong operational and platform administration mindset.

• Experience driving adoption and optimization of underutilized contact-center platforms.

• Excellent communication and cross-functional collaboration skills.

• Amenable to work in Cebu City.